Customer Service Representative

Customer Service Representative – Dumfries
Location: Dumfries & Castle Douglas Offices
Salary: Competitive, based on experience
Type: Full-time, Permanent
Are you a people person with a passion for delivering outstanding service? Do you enjoy solving problems, supporting others, and working in a fast-paced, customer-focused environment? If so, we’re looking for a proactive Customer Service Representative to join our friendly and professional team across our Dumfries and Castle Douglas offices.
About the Role:
As a Customer Service Representative, you'll be at the heart of our agency's day-to-day operations—providing excellent customer service, supporting business growth, and ensuring compliance with processes and standards. You’ll work collaboratively with the wider team, assist in achieving retention and sales targets, and ensure that customers are treated fairly at every stage.
This is a varied and rewarding role that involves customer care, administration, sales support, and helping to maintain an efficient and compliant office environment.
What You’ll Do:
* Deliver high-quality service to existing and new customers, ensuring all queries are resolved effectively and professionally
* Support the sales process for general insurance products and identify cross-selling opportunities where appropriate
* Prospect and follow up on customer leads, maintaining records of all contact and activity
* Maintain up-to-date product knowledge and ensure compliance with standards and regulatory requirements
* Administer customer renewals, process documentation, and manage account queries within delegated authority
* Assist in handling claims and provide support through the claims journey within agreed authority levels
* Contribute to the smooth running of the office including filing, correspondence, supplies, and other general administrative duties
* Promote a positive image of the agency and support marketing initiatives and campaigns
What We’re Looking For:
* Strong interpersonal and communication skills—both verbal and written
* A natural problem-solver with great attention to detail and the ability to use initiative
* A team player who demonstrates honesty, integrity, and professionalism
* Comfortable using Microsoft Office and able to pick up internal systems quickly
* Experience in a customer-facing, sales, or administrative role is highly desirable
* Knowledge or experience in insurance or financial services would be a strong advantage
Why Join Us?
You’ll be part of a supportive, driven, and customer-focused team in a well-established local agency. We offer a positive and collaborative working environment where your skills and contributions will be valued, and where you’ll have the opportunity to learn, grow, and make a real difference.
Ready to Join Us?
If you're enthusiastic about helping people, have a keen eye for detail, and thrive in a structured yet friendly workplace, we’d love to hear from you